Soon, bank customers will get live video assistance

BL  :Hyderabad, Jan. 8:  2014

“If you are a customer, press one; if not, press two…” Over the years, customers interacting with the call centres of banks have got used to these recorded messages. Sometimes, however, the difficulty in obtaining information or getting through to a human being can be frustrating. Some people even find ATM transactions vexing and confusing if they are applying for a loan or a high-end service.

But that may change soon — the mechanical electronic voice on the phone will be replaced by a human face on interactive TVs, which will guide customers and help resolve their issues.

Andhra Bank is preparing to introduce interactive televisions in the e-lounges of its branches in about two months to make transactions simpler and easier.

Union Bank of India and Bank of Baroda are also working on similar plans to enhance customer comfort, according to sources.

“We are lining up seven types of transactions for these interactive televisions,” said C. V. R. Rajendran, Chairman and Managing Director, Andhra Bank, on the sidelines of an insurance summit here on Wednesday.

These will be connected live to a central studio, where bank personnel will be available round-the-clock to interact with customers.

There are certain transactions such as forex dealing, account opening, filling up of loan applications and buying insurance that may require some help from bank employees.

“The interactive TV will fulfil all those needs that cannot be catered to by a machine,” he said.

Not costly

“This service will not cost much as communication is getting cheaper. The only issue will be making staff available around the clock, which can be worked out. We are working on the modalities,” said Rajendran.

From a customer’s point of view, this could be a welcome change.

“Phone banking is a big headache, and there are limitations to ATM functionality. A facility to directly talk to a bank employee for help round-the-clock is welcome as customers these days have varied working hours,” says M. Dinesh, a techie working for TCS.